Laura Hall
Ranson,WV
Summary
Proven leader at Navy Federal Credit Union, adept in enhancing customer satisfaction and streamlining mortgage processes. Skilled in guest service and flexible scheduling, I significantly boosted loan volume through strategic initiatives and mentorship. Expert in fostering interpersonal relationships and customer retention, achieving operational excellence and revenue growth.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Tasting Room Associate
Carriage House Wine Works
04.2024 - Current
- Educated visitors on winemaking processes, vineyard history, and varietal characteristics to enhance their appreciation of the wines.
- Fostered lasting relationships with customers by maintaining excellent communication and follow-up skills.
Assistant Manager
Navy Federal Credit Union
07.2014 - 06.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects and tasks.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Mortgage Manager
Navy Federal Credit Union
12.1999 - 07.2014
- Monitored market conditions closely to provide accurate advice on optimal borrowing strategies for clients seeking mortgages or refinancing options.
- Decreased loan approval turnaround time by optimizing workflow processes and enhancing communication among the team members.
- Improved loan processing efficiency by streamlining mortgage application procedures and implementing new software tools.
- Implemented policies and procedures that reduced errors in underwriting, resulting in fewer declined loans and increased revenue.
- Developed relationships with real estate agents to increase referral business, leading to a significant boost in loan originations.
- Focused on customer-centric solutions by addressing individual concerns promptly which resulted in increased loyalty amongst existing clientele.
- Developed and maintained a comprehensive knowledge of mortgage products, industry trends, and regulatory changes to provide expert guidance to both clients and colleagues.
- Spearheaded initiatives aimed at boosting employee morale and retention within the department through targeted training sessions and team-building activities.
- Implemented targeted marketing campaigns aimed at attracting new business from specific demographics or industries, resulting in increased loan volume.
- Mentored junior staff members, providing guidance on best practices and industry regulations for professional development.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Mortgage Loan Processor
Navy Federal Credit Union
04.1989 - 12.1999
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Prepared file for final clear-to-close by branch management.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Processed mortgage loan applications accurately and successfully for over 10 years.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
- Handled any conditions sent from underwriting departments.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Enhanced client satisfaction by providing timely updates on their mortgage loan status and addressing concerns promptly.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre-qualification to closing.
- Set up and completed loan submission packages.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
- Boosted team efficiency by training new Mortgage Loan Processors on company policies, procedures, and software systems.
- Supervised a team of junior processors, ensuring consistent adherence to best practices and providing ongoing support as needed.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Reviewed and validated details of loan applications and closing documentation.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
Education
High School Diploma -
Big Spring High School
Big Spring, TX05.1982
Skills
- Guest service
- Flexible scheduling
- Interpersonal abilities
- Customer Retention
Certification
USA Cares Certification
Leading Leaders
Mentorship Program
Timeline
Tasting Room Associate
Carriage House Wine Works
04.2024 - Current
Assistant Manager
Navy Federal Credit Union
07.2014 - 06.2024
Mortgage Manager
Navy Federal Credit Union
12.1999 - 07.2014
Mortgage Loan Processor
Navy Federal Credit Union
04.1989 - 12.1999
High School Diploma -
Big Spring High School
USA Cares Certification
Leading Leaders
Mentorship Program
Similar Profiles
Laura KerstingLaura Kersting
Barn Manager at Palmetto Carriage WorksBarn Manager at Palmetto Carriage Works
Mariah CorianoMariah Coriano
Behavioral Support Assistant at Carriage House PreschoolBehavioral Support Assistant at Carriage House Preschool
Mandeep KaurMandeep Kaur
Event Assistant at Carriage House HotelEvent Assistant at Carriage House Hotel